The player from Uzbekistan was denied their winnings. Despite having submitted verification documents within the stated timeframe, they had received no communication from the casino regarding their delayed withdrawal. We had advised the player that withdrawals could take a couple of days or even weeks to process and urged them to be patient. We set a timer for an additional 10 days to allow the casino to process the payment. However, due to the lack of response from the player to our messages and questions, we were unable to proceed with any further investigation or provide potential solutions and had to reject the complaint.
Black Lion Casino - Player's winnings delayed by casino.
Amount: 700 ₮
Black Lion Casino
Safety Index:Fresh casinoSafety Index
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6.8
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
10 months ago
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Public
11 months ago
winnings are not withdrawn. The stated 48 hours have passed. At the same time, I uploaded the documents for verification as expected. My messages to clarify the timing of consideration are not responded to either via chat or email. don't play here
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11 months ago
Dear yusupof93,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Petronela
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11 months ago
I will set the timer for an additional 10 days allowing to casino two full weeks to process the payment and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.
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10 months ago
Dear yusupof93,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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10 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
